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BILLING FAQS

We are a third party billing service provider for your utility.  This means that we are not the service providers of your electricity but simply the biller for your Local Distribution Company. Depending on your building, Wyse may have metered your water, electricity, or both.  This does not affect you in any way.  We simply bill and manage your accounts.


Submetering means that residents of multi-unit buildings or commercial spaces will be billed based on their individual usage, rather than having energy costs subsidized. This means that you have control over your energy comsumption and costs.


Metered services, such as electricity, are billed monthly with the billing dates corresponding to that of the Local Distribution Provider each month. Your first bill may be for a longer or shorter period of time depending on when Wyse received your enrollment forms and the date you moved in.


Your first bill will include a one-time account set-up fee and a security deposit (reduced if PAP is chosen), and all other monthly charges associated with your utility consumption. Deposits are returned with interest after a year of good payment history or applied to the final bill.


The occupancy charge is a one-time set up fee for each new occupant of the service address. This is standard for each account. The different amounts are listed below.

Account Set-Up Fee: This is the cost for establishing a new energy account with Wyse. This cost also includes reading the meter on your move-in day and move-out day.


Yes, you are required to pay a deposit, as regulated by the Ontario Energy Board. Customer deposits are collections from customers to guarantee the payment of utility bills and fulfillment of contractual obligations. For deposit options, see details on your Wyse enrollment form.


No. The meters are read remotely through an electronic meter-reading system that transmits daily usage information to our billing center.


Wyse requires that utility bills be paid within 15 days of the billing date, provided that the fifteenth day does not fall on a Saturday, Sunday or statutory holiday. Where the fifteenth does fall on a Saturday, Sunday or statutory holidays, payment is required on the work day immediately following.

A late payment fee will be charged to the outstanding balance of all accounts unpaid after fifteen days. In cases where there has been a delay in forwarding bills to residents, said delay shall not disrupt the respective 15 days to pay given to the resident after the bill has been received. The due date for any billing is noted on the bill. Payments received are applied firstly to deposits and any arrears owing, secondly to any penalties outstanding, and thirdly to current charges. An account that is still in arrears 15 days after the billing date may be subject to service disconnection.

Bills are payable in full by the due date (i.e., no earlier than 15 calendar days after the bill was issued); otherwise, overdue balances will accumulate interest. Where a partial payment has been made by the customer on or before the due date, the interest charge will apply only to the amount of the bill outstanding on the due date. Late Payment Charge is 1.5% of the outstanding amount monthly.


Late fees are applied for payments received after the due date or for amounts not paid in full.


Yes. Any overpayment will be accepted and applied as a credit to future bills. Residents may also sign up for Pre-Authorized Payment to cover their charges automatically.
   
You can view your bills and payments from anywhere in the world by logging into your account through the Wyse website at www.wysemeter.com. If you are new to the portal, you can set up your account using your meter number and account number, both of which can be found on your bill.


Unfortunately not.  Your building is processed in a certain billing cycle and cannot be changed.


All customers are billed on a monthly basis; however bills are for previous consumption.  This means, for example, that the bill you receive in August is for July consumption.


Your bills may vary because there are many things that contribute to your hydro bill. Things such as the weather, age of the appliances in your home, how you use your energy, how many people you have in your home, how often you are there and the number of days the billing period covers are all factors that could affect your bill.


Normally, high bills are a result of increased consumption due to extremes in weather, such as times when it becomes very hot or very cold. Changes in lifestyle patterns such as the addition of a new baby (and more loads of laundry and dishes) can also increase hydro bills.

It is important to review what appliances you have in the home and how often they are used. In addition, the number of people in the household will significantly affect electricity consumption. If billing errors occur, they are normally corrected on the next bill.


The Ontario Energy Board sets the retail electricity rates for the Province of Ontario. More information is available on the OEB’s website: http://www.ontarioenergyboard.ca/OEB/Consumers/Electricity/Electricity%20Prices/Historical%20Electricity%20Prices

REGULATED PRICE PLAN (RPP) – TIERED PRICING

Effective November 1, 2011, the Ontario Energy Board (OEB) introduced two-tier electricity pricing for customers on the Regulated Price Plan. The two-tier pricing is reflected in the charges for electricity usage. If you're on Regulated Price Plan Tiered Pricing, your consumption in kilowatt hours (kWh) is separated into two price tiers under the government's Regulated Price Plan.

For residential customers, the price threshold (the amount of electricity consumption that is charged at the lower price) will change twice a year. The price threshold will be 1,000 kWh per 30 days during the winter season (Nov. 1 - Apr. 30) and 600 kWh during the summer season (May 1 - Oct. 31). This allows consumers to use more electricity at the lower price in the winter. The OEB indicates that it will review and possibly change the RPP prices every six months, on November 1st and May 1st.

The current Tiered Pricing Rates are available on the Ontario Energy Board website:

http://www.ontarioenergyboard.ca/OEB/Consumers/Electricity/Electricity+Prices


REGULATED PRICE PLAN - TIME OF USE (TOU) PRICING

if you're on Time-of-Use rates, your consumption in kWhs is separated into three periods: on-peak, mid-peak and off-peak. Off-peak pricing is less than half the cost of On-peak, providing consumers an opportunity to save by shifting their usage to off-peak periods.

Both the Regulated Price Plan (RPP) Tiered Pricing and Time-of-Use Pricing cover the cost of electricity purchased on your behalf. The Time-Of-Use rates are the fixed electricity prices; Wyse passes this cost through to you, without markup and pays it directly to our suppliers.

The current Time-Of-Use (TOU) Prices & Periods are available on the Ontario Energy Board website:

http://www.ontarioenergyboard.ca/OEB/Consumers/Electricity/Electricity+Prices


All terms and their definitions can be found on the back of your bill.

The Government of Ontario requires all electricity distributors to issue standardized bills to their low-volume consumers, such as residential consumers and small businesses.

The standard electricity bill shows a glossary of terms, messages about conservation, and historical consumption data so consumers can track their electricity use. This format is consistent across the province. Please see the backside of your bill for a detailed description of the terms and payment options each of Wyse's customers has.

More details are available on the Bill Breakdown page.


Your bills may vary because there are many things that contribute to your hydro bill. Things such as the weather, age of the appliances in your home, how you use your energy, how many people you have in your home, how often you are there and the number of days the billing period covers are all factors that could affect your bill.

  Description
NSF Fee A NSF (non-sufficient funds) charge will be charged if the payment does not clear the bank.
Meter Dispute Fee Metering inaccuracy is an extremely rare occurrence. Most billing inquiries can be resolved between the customer and Wyse without a meter accuracy test. However, upon the request of a customer, Wyse will conduct a meter accuracy test. Wyse will charge the customer a meter dispute fee if the meter is found to be accurate. Wyse, however, will refund the fee and make necessary adjustments to the customer's bill if the meter is found to be inaccurate.

Either Wyse or the customer may request the involvement of Measurement Canada to resolve a meter dispute. If the customer initiates the dispute, Wyse will charge the customer a meter dispute fee. If the meter is found to be inaccurate and Measurement Canada rules in favor of the customer, Wyse will refund the fee and make necessary adjustments to the customer's bill.
Collection of Account/Field Collection Charge This charge applies when a 7-day disconnection notice is delivered to a customer for an outstanding account. A collection of payment may or may not take place at this time.

OR

When Wyse needs to dispatch a field agent to the service location to collect a payment on a customer's request.

Obtain customers account number or look them up in the CIS system to check due date.


Yes, you may be disconnected if you do not pay your bill on time. There are certain charges that apply to disconnection and reconnection. These charges can be found in the table below:
 

Disconnect/Reconnect Fee During Office Hours (8:30 am – 4:30 pm) A fee will be charged upon disconnection of a metered service based on a customer request or for non-payment of arrears during office hours. The unit will be disconnected only after the resident/commercial tenant receives reminder notices as well as a disconnection notice. A reconnect fee will be charged upon the request for reconnection of a meter that was previously disconnected for arrears during regular hours. A meter will only be reconnected once the arrears are paid in full.
Disconnect/Reconnect Fee After Office Hours (4:30 pm – 8:30 am) A fee will be charged upon disconnection of a metered service based on a customer request or for non-payment of arrears after office hours. The unit will be disconnected only after the resident/commercial tenant receives reminder notices as well as a disconnection notice. A reconnect fee will be charged upon the request for reconnection of a meter that was previously disconnected for arrears after office hours. A meter will only be reconnected once the arrears are paid in full.

Customers can pay their bill with either of the following options:
 

Pre-Authorized Payment (PAP)
• Designated financial institutions
• Internet banking through your financial institution
By mail to:
Wyse Meter Solutions Inc.
PO Box 95530 RPO Newmarket CTR
Newmarket, ON. L3Y 8J8

You can call into the Customer Service Centre (1.844.411.0663) and pay with a credit card through PayPal. There will be convenience fees. Our Customer Service Centre is open between 8:00 am and 10:00 pm, Monday to Friday.


Please make sure that both your Property Manager and Wyse are notified of the Sale or Move-Out information for your suite. Wyse requires that you submit written notification on a Moving Notification Form which can be sent to us via mail, fax, or email. Failure to notify our office in writing could result in the account not being closed, therefore holding you responsible for all services until notice is received.

To open an account, please fill out an Enrollment Form. The forms can be found on our Account Setup page.

To close an account, please fill out a Moving Notification Form.


Residential Rental Properties (RR on service details) – When a rental suite has a move out and there is no new tenant, the suite will go into the Vacant status and not be billed until there is a Move In.

Residential Condos (RC on service details) – The condo must always be invoiced even if it is a rental property (i.e. owner uses it as an income property). The Owner/Landlord must be moved in if there is no subsequent tenant. A setup fee will be charged but the security deposit will be waived.


In the event that you would like to change any information on your account, please ensure that you contact Wyse by calling 1.844.411.0663 or sending an email to billing@wyseutilities.com.  There are no fees involved in the account adjustment and you will receive confirmation stating the change.


Yes Wyse does offer paperless billing!

To sign up go to www.wyseutilities.com and use your account number and web pin, found in the upper right corner of your bill, to log in for the first time. Once logged in, select Sign up for E-Bills from the right side of the page. You may also contact our multi lingual customer service center at 844-411-0663 and one of our representatives would be happy to help you set this up. 


Many of the local utilities only "bulk" bill buildings and issue one bill for the entire building or Condominium Corporation. Most buildings that are bulk billed include an estimated cost of in-unit electricity in their monthly maintenance fees or monthly rent. By doing this, residents do not have an opportunity to control their consumption and cost of electricity.

By using the submetered system of billing, you can be sure that you are paying only for what you use. Most residents that are conscientious of their energy consumption will benefit in the amount that they pay and also help in energy conservation.


Wyse does not supply the electricity to your building. The electricity is supplied by the local distribution company while Wyse acts as a third-party billing service provider. Wyse has been contracted by the Condominium Corporation, rental property, or the Property Management Company to read the submeters installed at your site and to bill the individual units for the amount of electricity they use.


Each suite in your building has its own submeter installed and each submeter has an individual "Meter Number". Your "Meter Number" appears on your bill in the information box on the bill. Before Wyse issues bills, the meters are verified by a technician to ensure that they are reading each unit correctly.


Call your Property Manager or the Local Distribution Company if there is a disruption in utility services unrelated to non-payment.

Suite Owners are responsible for electrical system repairs within their own Property.

Residents who have been disconnected for non-payment of Utility Bills should arrange to pay their entire bill before 12:00 noon on that working day in order to have services reconnected, at regular charges, on the same day. It is the Resident's responsibility to notify the Wyse Billing Office of their payment. Please call the Billing Office at 1.844.411.0663 and have the payment receipt number available.


Wyse Billing Department is open Monday to Friday from 8:00 a.m. to 10:00 pm, Eastern Time (excluding holidays). They can be reached by calling 1.844.411.0663, emailing billing@wyseutilities.com or faxing 905-952-3479.


Click here to read helpful energy savings tips.

This link will direct you to a calculator where you can input your appliance info to find how much energy you use. http://www.hydroone.com/MyHome/SaveEnergy/Tools/calc_main.htm

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